FCR (First Call Resolution) is a pivotal metric in the realm of contact centre solutions, directly impacting customer satisfaction and experience with a company. When an issue is resolved on the first call, it saves the customer time and effort, eliminating the need for them to follow up multiple times to fix their problem. This streamlined approach not only enhances customer satisfaction but also conserves the company’s resources by minimizing subsequent calls and inquiries. A high FCR rate, particularly in the context of contact centre solutions, signifies the company’s efficiency and proficiency in addressing customer issues. This, in turn, fosters increased customer loyalty and enhances the company’s reputation. Ultimately, FCR stands as a crucial indicator of a company’s customer support effectiveness and plays a pivotal role in the success of any business, especially when considering contact centre solutions.
TECHNICAL SUPPORT SOLUTIONS | FIRST CALL RESOLUTION
Resolve your customers' tech issues in a single call
Why FCR matters
Over 65% of consumers define a bad customer experience when a company fails to respect their time.
Over 67% of customers left a company after their issues were not resolved in the first interaction itself
80% of companies believe they are delivering quality customer service. However, only 8% of their customers agree to it.
What a higher FCR can do for your business
An increase in FCR leads to a decrease in customer churn
A 1% increase in FCR leads to a 1% decrease in operating costs
A 15% increase in FCR leads to a 60% decrease in repeat calls
A 30% increase in performance
Positive business reputation
Improved customer satisfaction and loyalty
Pathway's inbound technical customer support powered by FCR
Pathway provides world-class contact centre solutions and inbound technical customer support for your IOT devices, internet-connected devices, and other complex technical products on top of our FCR policy. We prioritize customer satisfaction through rigorous monitoring of key metrics such as FCR, ASA, and CSAT, enabling us to provide quality support to your customers. Our swift issue resolution, combined with our expertise as an IT solution provider, empowers us to provide efficient and effective services, elevating your customer’s support experience.
What Our Clients Say
““You are the face of support and crucial to ensuring the success of all of our initiative. Having said this, the project was in the green across the board — your first call resolution, follow-ups and timely statistics led the way. Our hats go off to everyone! Thank you so much again, and keep up the great work!””Oil and Gas Company